Complaints Case Manager
1 month ago
About the role
We’re looking for a Case Manager to join our Client Relations team for a 12 month fixed-term contact. This varied role is critical in supporting our Service Excellence objectives by using a variety of dispute resolution skills and risk management techniques to ultimately ensure positive customer outcomes are achieved.
You’ll work as part of a tight-knit team to respond and resolve complex and/or regulatory complaints relating to multiple products. Case Managers are also responsible for investigating internally identified (and potential) errors that pose a financial or reputational risk for the company, whilst remaining accountable for customer and advisor care.
You’ll enjoy taking the opportunity to showcase our first-class service and give our customers and advisers a positive experience to share with their friends and colleagues. This role will also give you the opportunity to interact with and build strong relationships with other departments.
You’ll spend your time:
Handling complaint and price comparison cases to agreed standards and in compliance with the Code of Conduct at all timesUsing detailed knowledge and investigative skills to fully explore casesDeveloping formal and informal networks throughout the company to facilitate information gatheringProviding expert advice when resolving complaintsProactively contacting investors and managing cases, setting expectations and delivering excellent customer service throughoutCapturing all details and progress of a complaint, categorising it in accordance with business and FCA standardsIdentifying ways to improve customer service and complaint handling, sharing specialist knowledge and transferring skills as appropriate within the business with a view to educating and enabling colleagues to identify and pre-empt potential complaints.A bit about you
Your friends might describe you as the ‘problem-solver’. You love using your initiative and analytical skills to identify the best course of action, going the extra mile to ensure you deliver suitable resolutions and excellent service.
You’ll enjoy working within a fast-paced environment that gives you the opportunity to use your organisational and time management skills to multi-task within set deadlines. Professional with a positive outlook, you’ll take great pride in your ability to articulate complex information in a friendly and easily understandable way, both through conversation and written communication.
You’ll enjoy working as part of a diverse and supportive team, collaborating with your colleagues to share ideas and knowledge and suggest process improvements.
We’ve always placed more importance on cultural contribution above technical ability but we’d really like you to have/be:
Experience of writing customer complaint response lettersGood discretion and judgment, when dealing with a wide range of situationsThe ability to communicate and translate the technically complex so that it is easily understood, both verbally and writtenConfidence to use your own initiative and problem-solving skillsAbility to prioritise and remain agile with conflicting work demandsA positive, empathetic and professional attitudeThe ability to establish and maintain relationships with investors, advisors, and the OmbudsmanTo be inquisitive and challenge existing protocols and procedures to ensure they remain fit for purposeAbility to influence and negotiate effectively, at all levelsStrong analytical and investigative skillsThe ability to think broadly and intuitively in terms of what is the fair and reasonable course of action for an investorExperience of working within an investor/adviser-focused departmentStrong knowledge of HMRC pension rules and SIPP / SSAS / ISA / Wrap platforms-
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